Redefine IP Storage Networking
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Get your choice of hardware and software SLA’s plus 24×7 access to Brocade's Technical Assistance Center (TAC) via phone, e-mail, and the MyBrocade self-service portal.
Brocade's high touch support offering adds enhanced response times and a Support Account Manager (SAM) to Essential Support plus many other proactive, preferential, and personal features.
The Services Add-On Menu provides additional flexibility to support contracts by offering a wide variety of features that reduce downtime and augment customer environments.
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Premier Support is the highest level of support offered by Brocade. In addition to all the features included in Essential Support, Premier Support includes personalized, preferential, and proactive support features such as:
Premier Support also includes a Brocade Support Account Manager (SAM). Brocade SAMs are knowledgeable about the customer’s network topology and serve as a single point of contact for all Brocade Technical Support activities. As a key escalation contact for all Brocade software and hardware issues, Brocade SAMs coordinate activities between the customer and Brocade Technical Support engineers, streamlining communication and accelerating problem resolution. They also keep customers informed about key support matters by proactively communicating and coordinating with them on a regular basis.
Premier Choice Support
Premier Choice Support is the middle tier support offering from Brocade; it provides customers an introduction into the full Premier Support customer experience. In addition to all the features in Essential Support, Premier Choice Support focuses on providing proactive features such as:
The Support Account Manager (SAM) included in Premier Choice Support is responsible for implementing preventative measures and ensuring an optimal customer experience. Premier Choice SAMs provide guidance for optimizing Brocade networking infrastructures and help customers identify and understand the features available in each product release. They also assist customers with Severity level 1 cases.
Premier support severity levels and technical support response/escalation times*
|Case Severity||Technical Engagement Time||Communication Frequency||Management Escalation|
|Immediate Access (Phone)||Updates every hour or as jointly agreed||0 hours – Technical Support Organization (TSO) Duty Manager, Support Account Manager (SAM) & Support Delivery Organization (SDO) Manager
2 hours – TSO Director
4 hours – VP Global Services
24 hours – CEO
|Immediate Access (Phone)||Updates every 2 hours or as jointly agreed||4 hours – TSO Duty Manager, SAM & SDO Manager
12 hours – TSO Director
24 hours – VP Global Services
72 hours – CEO
|Within 4 hours||Updates every business day
||5 days – TSO Duty Manager
10 days – TSO Director
|Within 6 hours||Updates every 3 business days||14 days – TSO Duty Manager
21 days – TSO Director
* The times listed are targets only and are not a guarantee that Brocade will respond or escalate within the target time.
Brocade Supplemental Support
Brocade Supplemental Support offers Premier Choice and Premier Support customers direct access to Brocade Technical Support resources on a 24×7 basis. It is designed to augment existing support plans from Brocade OEM Partners and Brocade Solution Providers. Supplemental Support provides easy access to software fixes and upgrades, helping organizations avoid problems while benefiting from new features and enhancements. Supplemental Support customers must have an existing support plan with an authorized Brocade OEM Partner or authorized Brocade Solution Provider that covers their hardware.
For additional support information including terms and conditions please click here.